Massage Envy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your kind assistance. I would like the complaint against Massage Envy to remain and to be listed publicly for anyone who conducts a search of ME for possible enrollment into their misleading program.  
Regards,
[redacted]

This clients contract has been cancelled and was in the process before we received this.  Sorry for the inconvenience this may have caused.

I have spoken with [redacted] via email over the past few days. I offered a refund of the Aug payment as she had been working with [redacted] on some resolution with her account. However the June and July payments will not be as even [redacted] acknowledge they should have been paid. I offered her our Freeze Plus...

Program and she declined. I did offer her in a follow up email additional time to use the massages. Our cancellation process allows 60 days to use any remaining member services. I offered her 120 days to use the remaining services. She hasn't responded to that email as of yet. She also has yet to fill out the cancellation form requesting the account closed so I do need that document as well.

I received a complaint for [redacted]. She is eligible to cancel her membership, however in order to do so she would have to fill out a cancellation form and email to me directly. My email is ana.c[redacted]@massageenvy.com, once the form is received it takes 10 days to process and she will then...

have 60 days to use any remaining services on her account or they will expire. She stated she sent a cancellation form to our clinic email in which we never received that is why her account was never terminated. In this case I am the director of operations and I provided my email above to personally cancel her account when I receive her cancellation form.   Thank you,     Ana C[redacted] Director of Operations Avon Massage Envy Plainfield Massage Envy C: [redacted]

Response to ID [redacted]:The complaint was received from the mother of two young women who scheduled massages. One of the young women is a minor. The manager explained the minor policy, telling the young women that a parent or guardian must sign the policy and be present in the treatment room during...

the massage. The mother was not available to do so at the time. The mother asked for the gift card one of her daughters had previously purchased to be refunded. The owner called the mother and again explained the minor policy and welcomed her daughters to return to the clinic, with the mother in order to accommodate the minor child. The owner offered to rearrange the clinic schedule to accommodate the daughters and mother and also offered a complimentary enhancement and/or 30-minute upgrade. It is not the location's policy to refund a gift card as gift cards do not expire and can be used for a massage for the minor child as long as a parent or guardian is present. Please confirm that you have received this email.Thank you,Marci

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: It did not address anything about funds being refunded instead of being forced to schedule my remainder appointments or loose the money.  When I enrolled nearly two years ago, Ms. Shirley was new and she was not requested.  My issue was also about how there is a national trend with this company to have poor scheduling and lacks empathy.  I have seen consumer report.  They have rescheduled me without notice, they have changed a 90 minute previously scheduled to a 60 minutes, they have canceled a reservation of a guest and the list goes on.  The manager did not call me back immediately either, I had to wait the next day when she comes in at 10 am she was very rude and unapologetic.  The fact that this business is not a Revdex.com approved and waited nearly two months to respond further affirms my concern.  I am done with this company and will continue to share my experiences with others.
Regards,
[redacted]

To Whom It May Concern,Our Sales and Shift Managers were under the impression that both members just wanted their memberships frozen while traveling and to restart when they returned after the first call.  Unfortunately, I've only heard about that initial phone call about freezing the...

memberships and then a voicemail was left by Mrs. [redacted] recently stating she was angry.  We resolved this issue by refunding both memberships on Saturday, June 3, 2016 after Mr. [redacted] had a 3 way phone conversation with our Sales Manager and his credit card company in regards to his and his wife's charges. We tried calling Mr. [redacted] back as soon as all refunds were put through to let him know that we were sorry for any inconvenience this may have caused, and we left a voicemail to call us back.  He returned the call on Monday thanking the Sales Manager for all of her help.

[redacted] signed a 12 month agreement with Massage Envy. Early into the agreement, [redacted]’s original email requesting to cancel did not come from him, nor did it include information on his deployment. Had we received such information, we would have been happy to work with him.   [redacted] was...

contacted and told if he provided proof of deployment, his membership would be cancelled immediately. At this time, we are currently awaiting the email [redacted] agreed to send with proof of deployment.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Customer did not authorize use of the gift card to include tip. The tip was deducted from gift card. Gift card does not have paperwork to show this transaction so there is no "proof" of the transaction. It was employee error that lead to customer having to pay out-of-pocket for the second service since there was less value on the gift card than expected. Customer wishes refund of both transactions.
Regards,
[redacted]

My Husband and I were members of this location starting back in DEC. 2014. Due to our schedules, we were not able to use the PREPAID credits in a timely manner. We decided to cancel our membership. The front desk advised that when we cancel our membership for the following month we have an additional 30 days to use our PREPAID credits. (This was because we had another payment that was coming out of our account) The front desk did not tell us that our account was considered cancelled a few days after we signed the paperwork and the clock started on the 30 days at the moment when the information was entered into Massage Envy's database. When I called to schedule to use our remaining credits, I was told that my membership was already canceled a few days earlier and could not use the PREPAID credits. I talked a few people about my experience and what I was advised by the front desk when completing the cancellation paperwork. I received a call back from a young lady that claimed to be a concerned manager. However, we talked and have yet to speak again. She NEVER called me back. I have given it a few weeks and since there is no concern or communication - I will NEVER recommend Massage Envy to ANYONE again. I am TRULY bothered that I paid for a service but cannot use it AT ALL.
I did some research and found that Massage Envy was getting sued because people were not able to use their credits after cancellation when they PAID for it. So I recommend, do not complete a contract with them. COPY and read - http://topclassactions.com/lawsuit-settlements/closed-settlements/54921-massage-...⇄ /> (Please note: The therapist were awesome!)

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 The customer service was horrible. it took way to long to get anything achieved.
Regards,
[redacted]

This matter has been resolved with the client. The location manager spoke to *** today. It appears as if her account was suspended for two months which is the reason why it was not frozen as requested. The two payments were processed once card went through. *** had already refunded...

her one payment I refunded her the other. Client was okay after conversation and satisfied with outcome.

Good Afternoon,Ms. [redacted] has had several email correspondence and attached in the email was a cancellation form for her to fill out and return via email.  We have yet to receive that form and I resent the email after she complained of the charge. We explained as it is on the...

agreement you have to fill out cancellation form and return it to home clinic.  Because we had not received her cancellation we could not put the order in.  As I explained to her without signature of cancellation we cannot just cancels someone's account.  I can send you the copies of email with attachments as proof of us trying to handle her business according.  Until form is received payments will continue to draft.

Unfortunately, this claim is no longer with massage envy. It is now with [redacted] [redacted]

Initial Business Response /* (1000, 6, 2016/07/27) */
Contact Name and Title: Savannah P[redacted] - Manager
Contact Phone: [redacted]
Contact Email: [redacted]@massageenvy.com
[redacted], your memberships have been cancelled effective immediately. The charges on 7/9/2016, 5/29/16, and 5/9/16...

have been refunded and sessions transferred to Ruth. Please contact me directly for any further assistance. ~ Savannah P[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2016/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response from the business and willingness to refund the following charges:
$59.99 Transaction date 7/9/16 (post date 7/11/16)
$49.99 Transaction date 5/29/16 (post date 5/30/16)
$59.99 Transaction date 5/9/16 (post date 5/10/16)
One of the three charge refunds referenced in Savannah P[redacted] response has posted to my credit card, in the amount of $59.99. The other two have not been received, and an additional charge of $49.99 posted on 7/30 that will also need to be refunded (I suspect that their processing of the cancellation on 7/27 was not in time to stop that last charge from posting).
I am prepared to accept the response once those last three refunds have been received.
I did email this information to Revdex.com the address from which I received the link to the complaint response, but have not received a response.
I also called Massage Envy on August 11th. A returned message stated that Savannah was out of the office and the best way to reach her would be by email.
If the remaining three charge refunds are not posted to my credit card within a week (5:00 pm EDT on 08/19/2016) I will initiate a dispute of each charge with [redacted].
I will email the above text to Savannah [redacted] as well.
Thank you,
[redacted]
Final Business Response /* (1000, 15, 2016/09/16) */
I have documented in my system that all dues have been refunded as requested by the client as well as both memberships terminated for [redacted].

After reviewing this client's membership, [redacted] has never contacted us regarding his interest in cancelling his membership. We will honor his request and cancel his membership effective immediately. We have contact the third party collection agency to make them aware of this change.

Dear Carrie [redacted]   Thank you for the opportunity to address your concerns.  Yes, like almost all other retail businesses that sell appointment based services, Massage Envy does require a credit or debit card to hold your appointment. It is not possible to book a hotel...

room, reserve a car rental, book a banquet hall or private venue, or reserve an massage or facial appointment at most Lake Conroe area day spas without either a credit/debit card to hold your spot, or pay an upfront deposit. We are no different than any of those other businesses.  Our staff was correct in asking you for a credit or debit card to hold the appointment.  We do not ask for a deposit, and nothing gets charged unless your appointment has a same-day cancellation that is not filled by someone else, or you are a no-show. In the event you do not honor your appointment, the credit or debit card is there to ensure that the therapist gets paid for the time you reserved, since they work on commission. When someone no-shows to an appointment it is then too late to fill that spot with someone else from our waiting list, and the therapist has to go home to their families with no pay for the time you reserved.   Several years ago we attempted to hold appointments with gift cards, but our employees were defrauded over and over again by customers who would reserve the appointment and then redeem that same gift card at another of our over 1,150 locations. When it was time to charge the gift card for the no show, there was no value and the therapist could not be paid.  We reviewed our lobby surveillance recording of your visit to our clinic for training purposes, and note that our manager attempted to assist you with booking the appointment by making an exception workaround. We also noted you told her to [redacted]” and walked out on her.  We are sorry you feel this way and would love to help when you are ready to book your appointment.

The complaint filed against Massage Envy Spa Brea Downtown is in the middle of being remedied. We have attempted to contact the client and let her know we're willing to work with her. There were attempts by other employees and notes left in regards to the situation in an attempt to try and work...

something out. We do have an agreement on file that is signed and initialed by her which states, a written cancellation is needed in order for a membership to be cancelled out. The agreement also states that after the initial term the membership rolls on unless we receive a written request stating the member wants to cancel.  We are willing to work with her and provide her with some options.  We will be waiting for a response from her so that we can better remedy the situation. Thank you!